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WO-01328128 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva Gateway #2264 — 5238-16 Norwood Ave, Jacksonville FL, 32208

Dec 26, 2025 → Feb 24, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (35 biz days late)
Active: 39 biz days
🕐 Clock stopped: Completed (Feb 24, 2026)
▶ Clock Running
Status: Created
Dec 26 → Dec 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
23d
▶ Clock Running
Status: Ready for Scheduling
Dec 26 → Jan 30, 2026
23 business days (counted)
Running total: 23 of ? biz days used
11d
▶ Clock Running
Status: Assigned
Jan 30 → Feb 17, 2026
11 business days (counted)
Running total: 34 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 24, 2026
5 business days (counted)
Running total: 39 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 39 of ? biz days used
Created: Dec 26, 2025 Completed: Feb 24, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 26 → Dec 26 Created ▶ Running 0 0
Dec 26 → Jan 30 Ready for Scheduling ▶ Running 23 23
Jan 30 → Feb 17 Assigned ▶ Running 11 34
Feb 17 → Feb 24 Scheduled ▶ Running 5 39
Feb 24 → Feb 24 Tech On Site ▶ Running 0 39
Dispatch 0.0d
Coordinators 40.8d
Field Work 0.8d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
40.8 days
Over SLA
Field Work
0.8 days
Billing
0.0 days
Created: Dec 26, 2025 Due: Feb 27, 2026 Completed: Feb 24, 2026 (3 days early)
📅
40.0 days Total Age
⏱️
24.0d in Ready for Scheduling Longest Stage
🔄
8 transitions Status Changes
⚠️
39.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00554250
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 104 pieces https://www.ebiotrack.com/inspection.php?iid=32107
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lashona Anderson Franklin
Owner
Sherry Reich
Created
Dec 26, 2025
Work Orders from this Case (1)
WO-01328128 (current) Invoiced
Inspection • Anthony Wright
Created: Dec 26, 2025 • Closed: Feb 24, 2026
Completed with significant delays
Invoiced • 68 days old
🚨
Primary Delay 24.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 39.7 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Ready for Scheduling
24.0d / 1.0d SLA
Assigned
11.5d / 0.5d SLA
Scheduled
5.3d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.3d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

CONFIRMED

2/17/26 AJinerson - Called and spoke with Lashona and confirmed scheduling for Tuesday, 2/24 with arrival between 9am-11am. 

POC onsite: Lashona Anderson Franklin

Arrival instructions: None. 


01/08/2026 LHill-sent email to Lashona-Would Tuesday, February 3 work? Arrival time would be around 10-12. It will probably take him 6-8 hours to complete the inspection. Let me know if that date works for you.

See logged email.


Scheduling ahead needed: Yes 

Certain day or time: Tuesdays , 11AM or 2:00PM 

Confirmed contact information is correct: Yes.  

Anything additional needed for tech to gain access to the facility: No 


01/07/2026 LHill-rec'd email from LaShawna Anderson Franklin-


Is there a particular day or time that typically works best for your facility? Tuesdays , 11AM or 2:00PM

  1. Would you like the technician to call ahead before arriving? Yes
  2. Is there anything additional needed for our technician to gain access to your facility? No



01/07/2026 LHill-sent email to LaShawna Anderson Franklin at laanderson@convivasolutions.com to confirm contact & equipment.


01/07/2026 LHill-LM at 786 696 6649 for Lashona Anderson Franklin to confirm contact & equipment.

🔧 Work Performed
2/24/26 AMW - Performed annual inspection on all medical equipment located. Total of 109 piecers of equipment inspected. 1 failure EKG was missing leadset. Customer would like a quote for replacement. Notified POC of inspection findings and completion.
🔍 Technician Findings
2/24/26 AMW - Perform annual inspection on all medical equipment located. Notify POC of inspection findings and completion.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 104 pieces https://www.ebiotrack.com/inspection.php?iid=32107

Timeline

📞
Case Linked Dec 26, 6:00 AM
Case Number: 00554250
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Dec 26, 9:55 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 24.0 business days
👷
▶
2 Technician Assigned Jan 30, 2:52 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 35d 4h
🚨 12.0 business days
🗓️
▶
2 Status: Scheduled Feb 17, 4:23 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-24T14:00:00.000+0000
⏳ 3.0 business days
💵
Expenses Added Feb 19, 9:03 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
🔧
Status: Tech On Site by Anthony Wright Feb 24, 10:01 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 17h
⏱️
4x Labor Added Feb 24, 12:50 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 6.5, 10
✔️
▶
3 Status: Completed Feb 24, 4:24 PM
Status: Completed → Labor Added → Status: Closed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.5
🏁
Status: Closed by Anthony Wright
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 3.9 business days
🔩
▶
2 Parts Added Feb 27, 3:07 PM
Parts Added → Status: Ready to Bill
📄
Status: Ready to Bill by Diane Patton
From: Closed
To: Ready to Bill
Duration in Previous: 2d 22h
📨
Status: Invoice Pending by Diane Patton Feb 27, 3:15 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 7m, 0m
⏳ 2.0 business days
🧾
Invoice Created Mar 2, 11:07 AM
Invoice Number: SM-255220

Bottlenecks

Ready for Scheduling
Duration: 24.0 business days (threshold: 1.0 business days)
Exceeded by 23.0 business days
Assigned
Duration: 11.5 business days (threshold: 4.0 business hours)
Exceeded by 11.0 business days
Scheduled
Duration: 5.3 business days (threshold: 2.0 business days)
Exceeded by 3.3 business days
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days

🔗 Related Artifacts

📞
Case 00554250
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Anthony Wright
Scheduled
Feb 24, 9:00 AM
Created
Dec 26, 9:55 AM
Invoice #
SM-255220

Work Details (7)

Name Type Status Qty Amount Date
WL-03111666 Expenses Open 1 $0.00 Feb 19, 9:03 AM
WL-03117700 Labor Open 0.5 $0.00 Feb 24, 12:50 PM
WL-03117701 Labor Open 6.5 $2,014.50 Feb 24, 12:50 PM
WL-03117702 Travel Open 10 - Feb 24, 12:50 PM
WL-03117703 Travel Open 10 - Feb 24, 12:50 PM
WL-03118201 Labor Open 0.5 $0.00 Feb 24, 4:27 PM
WL-03123636 Parts Open 1 $297.00 Feb 27, 3:07 PM

Details